Print Email Facebook Twitter Web vs phone based service experiences: Effects of emotions on customer satisfaction across sectors Title Web vs phone based service experiences: Effects of emotions on customer satisfaction across sectors Author Simons, L.P.A. de Reuver, M. Langley, D.J. Attema-van Waas, A.R. Hoeve, M.C. Hulsbergen, F. de Koning, N.M. TNO Informatie- en Communicatietechnologie Publication year 2011 Abstract Empirical studies show that emotions mediate the impact of perceived service quality on customer satisfaction. In this paper, we explore how the mediating effect of emotions differs between web and telephone encounters. In addition, we explore if this mediating effect differs across three service industries that rely heavily on telephone and web customer care: telecommunications, energy and banking. We use SEM to analyze a large-scale consumer survey (N = 2872) in telecommunication, energy and banking sectors. Emotions partially mediate the effect on customer satisfaction, both for telephone-based (25% mediation) and web-based service encounters (21%). When distinguishing positive and negative emotions, the mediating effect of negative emotions is much stronger. While mediation takes place in all three sectors, negative emotions in phone-based service encounters are more important in telecommunications, while negative emotions in web-based encounters are more important in banking industry. We advise firms to use explicit emotion evoking strategies for positive service experiences and emotion reducing strategies for negative ones. Subject OrganisationSBA - Strategic Business AnalysisEELS - Earth, Environmental and Life SciencesCustomer satisfactionEmotionsLoyaltyMediating effectsMulti-channelService experienceTelephoneWebBehavioral researchSalesSocial networking (online)Telecommunication servicesTelephoneTelephone setsWebsitesEmotionsLoyaltyMediating effectMulti channelService experienceWebCustomer satisfaction To reference this document use: http://resolver.tudelft.nl/uuid:7e1de59b-f9e0-47d9-b5cd-8117b0ebee20 TNO identifier 534068 Publisher Bled eCommerce Conference Source 24th Bled eConference - eFuture: Creating Solutions for the Individual, Organisations and Society, 12 June 2011 through 15 June 2011, 114-127 Article number 52 Document type conference paper Files To receive the publication files, please send an e-mail request to TNO Library.